On Our Minds - Recent Posts


Customer Engagement – Beyond Loyalty OR Habit

January 11, 2017 By Cindy Grimm

A recent Harvard Business Review article (Customer Loyalty is Overrated, by A.G. Lafley and Roger L. Martin, Jan-Feb 2017) makes the point that loyalty is driven primarily by habit, or “cumulative advantage” vs. “competitive advantage”. The authors make the point that the brain is wired to take the easy route and repetitive buying of a […]

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The Power of Positive Voice Tone

November 2, 2016 By Carla Barker

Over the past several months I’ve had the pleasure to work with a client with a dedicated focus on improving their Net Promoter Score (NPS). NPS is a management tool that can be used to gauge the loyalty of a firm’s customer relationships; some people might even call this a “loyalty metric”. Keep in mind, […]

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USAA Advantage – Using Technology to Increase Engagement & CX

August 23, 2016 By Chrissy Mazur

Over the past several weeks, CX Solutions and Voice Crafter have been sharing results of our 2016 Benchmark Study of Customer Engagement, where we have presented a business case for why customer engagement matters, and have shown that some companies excel at Customer Engagement as compared to other companies in their respective industry. Chick-fil-A and […]

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Customer Engagement and Social Media Usage

August 16, 2016 By Randy Brandt

For several weeks now, CX Solutions and Voice Crafter have been sharing results of our2016 Benchmark Study of Customer Engagement.  We have offered a definition of Customer Engagement, tried to demonstrate why it matters, revealed some of the brands that are CE leaders, and discussed why/how they have achieved such leadership. If you’ve been following our blog series, you may recall […]

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Customer Engagement Lessons from Insurance and Emergency Roadside Service Industries

August 8, 2016 By Joseph Davis

As CX Solutions and Voice Crafter have shared our insights from our 2016 Benchmark Study of Customer Engagement, we have offered a definition of Customer Engagement (CE), tried to demonstrate why it matters, and looked at how some companies have achieved CE leadership in their industry.  Next, we wanted to take a deeper dive into […]

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